Aman Kumar Jaiswal

Open to international relocation | North America & EMEA leadership experience | Valid US visa through 2028 Strategic operations and service delivery executive with 19+ years of experience leading large-scale global operations across Customer Support, Technical Support, Trust & Safety, eCommerce and Business Operations. Currently leading 1,700+ FTE and programs exceeding $22M in annual contract value across North America and EMEA. Proven record of improving customer experience, productivity and profitability through operational transformation, Lean Six Sigma, automation, AI enablement and disciplined governance. Experienced in P&L management, executive client engagement, multi-site delivery and cross-functional leadership.

• Agile
• Budgeting
• Business development
• Change Management
• Client Relationship Management
• Coaching
• Communication
• Conflict Resolution
• Continuous Improvement
• Cost Control
• Critical Thinking
• Service à la clientèle
• Decision Making
• Executive Reporting
• KPI Management
• Leadership
• Mentorship
• Microsoft 365
• Microsoft Excel
• Negotiation
• Onboarding
• Operational Efficiency
• Operational Excellence
• Operations Management
• Performance Monitoring
• Résolution de problèmes
• Process Improvement
• Process Optimization
• Gestion de projet
• Assurance qualité
• Quality Improvement
• Recruitment
• Relationship Building
• Opérations de vente au détail
• Risk Management
• scheduling
• Staff Development
• Stakeholder Management
• Team building
• Training

1. Vice President – Operations & Client Services

   Teleperformance India

   avr. 2023 to Aujourd’hui

   • Lead large-scale customer-facing operations across North America and EMEA with a span of 1,700+ FTE. • Manage programs exceeding $22M in annual contract value across Technical Support, Customer Service, Trust & Safety, Sales and Back-office operations. • Drive digital transformation and implementation of FAB AI products across Retail vertical operations; build AI-enabled multilingual retail CX targeting EU, APAC and Middle East markets. • Improved AHT by 30% for a major 700+ HC business unit through process optimization and governance enhancements. • Delivered 7% and 3% sales improvements across key programs through performance management and customer engagement initiatives. • Led an exchange-reduction initiative delivering estimated client savings of $10M through operational improvements and customer-experience optimization. • Transitioned 2 new global clients and added 9 new lines of business with 100% green-launch delivery. • Drive governance across Operations, WFM, Training, Quality, Compliance, HR, Finance and Technology; lead client governance reviews and strategic transformation programs. • Achieved 26% EBIT performance against a 23% target while maintaining attrition below 5% and shrinkage below 14%.

2. Group Manager – Operations

   HCL Technologies Ltd. – BSERV

   juin 2019 to avr. 2023

   • Led global governance operations for Google Shopping across India and Vietnam. • Managed governance, quality, training, reporting, MIS and technology operations supporting approximately 1,800 resources across 12 programs. • Owned productivity, quality, budget utilization, invoicing validation, reporting governance and compliance management. • Implemented automation, workflow improvements, SOPs and process-governance initiatives to improve operational efficiency. • Transitioned 2 new businesses and 6 additional work streams; reduced attrition by 50% and consistently maintained performance above targets. • Received HCL Achievers League recognition for top performance for 2 consecutive years.

3. Senior Manager Operations to Customer Support Associate

   Concentrix India Pvt. Ltd. (erstwhile IBM Daksh)

   août 2006 to juin 2019

   • Managed customer contact center operations for Amazon North America with responsibility for operational delivery, workforce optimization and customer experience. • Led forecasting, budgeting, workforce planning, governance and process improvement initiatives. • Delivered Lean Six Sigma projects focused on AHT reduction, transfer reduction, concession-rate improvement and operational efficiency. • Managed stakeholder engagement across clients, WFM, HR, IT and support functions. • Managed seasonal ramps exceeding 500+ FTEs while maintaining operational stability; supported rollout of chat and email support channels. • Recognized as Top Talent for 6 consecutive years and received Center of Excellence awards in 2016, 2017 and 2018.

1. IMT Ghaziabad

   PGDBM

   2014

2. Kolkata University

   Bachelor of Commerce (Honours), Commerce

   2005

• Six Sigma Black Belt Certified

• Certified in Global Business Skills